Customer Care & Operations Manager

Location La Chaux-de-FondsNeuchâtelSwitzerland
Type Full-Time
Seniority Manager
Posted Mar 16, 2026
Apply Now

Zenith — La Chaux‑de‑Fonds: Customer Care & Operations Manager to lead client service, repairs and parts strategy.

Overview

Zenith is a Swiss haute horlogerie Manufacture recognized for technical excellence and a strong heritage in watchmaking. As part of a major luxury group, the brand combines traditional craftsmanship with modern operational rigor, offering opportunities to work at the intersection of product excellence, service quality and international distribution.

Role & Responsibilities

  • Lead and develop the Customer Care HQ team to ensure responsiveness, quality and a premium client experience.
  • Supervise the handling of all customer enquiries and act as the primary interface with Marketing, Product, R&D and Heritage to resolve client issues and protect brand value.
  • Manage end‑to‑end repair operations from reception to restitution, optimising flow, priorities and turnaround in coordination with Atelier, Purchasing, Logistics and Production.
  • Own logistics interfaces for repairs and parts distribution to maximise reliability and reduce lead times.
  • Organise billing, preparation and shipment of components and accessories with internal and international partners; ensure application of replacement/exchange policies and pricing rules.
  • Define and pilot spare parts stock policy in collaboration with Supply Chain and international customer service managers; monitor inventory KPIs and implement corrective action plans.
  • Set and track clear performance objectives (quality, lead times, cost, client satisfaction) and deploy continuous improvement initiatives including root‑cause analysis and standardisation.
  • Initiate, structure and lead cross‑functional projects to improve service performance and contribute to the global Customer Service strategy.

Qualifications

  • Proven leadership and people‑management capability with experience motivating operational teams.
  • Strong operational background in after‑sales, repairs or service operations within luxury goods or technical products.
  • Analytical mindset with a results orientation and demonstrated ability to manage KPIs and supply‑chain trade‑offs.
  • Experience managing multi‑stakeholder interfaces (Atelier/Production, Purchasing, Logistics, Product/Marketing).
  • Fluent in professional communication and able to represent the service function at senior levels.

Skills

End‑to‑end repair process management Inventory and spare‑parts policy design Supply Chain coordination Logistics and outbound operations KPI analysis and performance tracking Root‑cause analysis and continuous improvement (standardisation, multi‑skilling) Team leadership and people development Cross‑functional project management

Experience

Minimum 5 years of operational and managerial experience in customer service, after‑sales or repair operations, ideally within watchmaking or another luxury technical industry; demonstrable track record of improving turnaround times, quality and client satisfaction.

Education

Bachelor's degree in Business, Engineering, Supply Chain Management or equivalent; vocational/watchmaking qualifications or technical background appreciated.

Benefits

Health coverage and family benefits under the Convention Collective Horlogère; on‑site healthy/local restaurant; free on‑site sports classes; additional complementary employee benefits.

Culture

Zenith fosters a culture that prizes craftsmanship, technical excellence and meticulous attention to client experience. The workplace emphasizes collaboration between ateliers, product teams and service functions, within a supportive, performance‑driven environment typical of a leading luxury group.